Abstract

Pharmacy installation is one of the medical support facilities available in the hospital, in its services there are still many problems that reduce the level of patient satisfaction related to less efficient room layout, inadequate drug supply and less optimal service time. This shows that there is still waste that needs to be improved to improve the quality of service in the Pharmacy Installation of RSUD Talaud. The lean hospital approach is a method that is believed to reduce or eliminate waste or non-value added activities. The purpose of this study was to identify the critical waste and the root causes of critical waste in the service process for outpatients in the Pharmacy Installation of Talaud Hospital.
The method in this research is a case study with qualitative and quantitative approaches. The stages of the research are observation of service process flow which is made in the form of value stream mapping, distributing questionnaires of value and waste, conducting interviews with the 5 why method to find out the root causes of critical waste.
The results of the value stream mapping obtained from the process of prescription concoction services with lead time of 24.89 minutes and VAR of 63% of general patients, BPJS patients with lead time of 18.45 minutes and VAR of 67%, for non-recipe recipes lead times were obtained 14.72 minutes, VAR 51% for general patients and lead time results for BPJS patients 11.61 minutes and VAR of 56%. The critical waste obtained is waste transportation 20.2%. The root causes of waste transportation are far-away room layouts, prescription drugs are not available in pharmaceutical installations, doctor requests that are incompatible with the pharmaceutical installation.
Keywords: Critical Waste, Installation Pharmacy of RSUD Talaud, Lean Hospital, Service Improvement.